topic Re: Internet keeps dropping out in Broadband

Internet keeps dropping out

samtheaspie2003 — Tue, 13 Dec 2022 20:30:04 GMT

Hi all,

I been with plusnet a week, my internet keeps dropping out and the ping keeps fluctuating. I need help I think.

Got new hub 2 from plusnet today but its still dropping out?

Any help would be gratefully recieved.

Re: Internet keeps dropping out

jab1 — Tue, 13 Dec 2022 20:36:12 GMT

@samtheaspie2003 Are you actually on Full Fibre or FTTC - advice (and those who may advise you) are different.

Welcome to the forums.

Re: Internet keeps dropping out

samtheaspie2003 — Tue, 13 Dec 2022 20:46:54 GMT

FTTC. dunno why it posted it here. sorry!

Re: Internet keeps dropping out

jab1 — Tue, 13 Dec 2022 21:02:20 GMT

OK - I'll get it moved. Ignoring ping - I don't see that as a reliable metric, if you follow what I'm going to post below, we'll see what we can do to help'

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Internet keeps dropping out

Baldrick1 — Wed, 14 Dec 2022 09:43:37 GMT

Moderators Note

This topic has been moved from Full Fibre to Broadband